Actions by customers that interfere with others are known in Japan as "customer harassment." The Tokyo Metropolitan government has produced a draft manual on Monday urging businesses and industries to take steps to combat customer harassment, including denying them services.

Tokyo's assembly passed an ordinance earlier this month to deter harassment of service workers by customers. It will come into effect on April 1 next year and currently there are no penalties in place.

In the draft, the basic policy says that in the event of repeated nuisances, measures should be considered, including denial of services, based on the premise that the customer's rights will not be infringed.

The draft manual includes setting a time limit for dealing with customers by phone and cutting the line when that limit has passed.

It also includes possible cooperation with the police, so that companies do not hesitate to call for help.

Shimada Kyoko is an expert on the issue of customer harassment. Shimada says it's important to produce concrete guidelines and manuals for all the offices and industries affected -- and that will be the next step.

Shimada also says there must be a change in consumers' mindsets. She says the key point to understand is that there needs to be mutual respect between those offering a service and those being served, and they both act based on that respect.